Instant messaging in the workplace: pros, cons, and best practices
Instant messaging makes it quick and easy to work with coworkers, but it has its downsides. Learn how to get the most from IM in the workplace.
What is instant messaging in the workplace?
Workplace instant messaging (IM) is real-time communication, mostly by text, between employees through business chat apps such as Slack, Microsoft Teams, or Webex. Unlike email, messages arrive instantly and make it easy to go back and forth, so IM works well for quick questions, project coordination, and team collaboration.
We already use instant messaging for quick, easy conversations in our personal lives, so it’s no surprise that it’s taken over the workplace too.
Most organizations know IM is here to stay, but few have worked out how to get the benefits while managing the downsides. Many companies are stuck in the middle: they aren’t banning it, but they aren’t exactly celebrating it either.
That’s understandable, because using IM for internal communications has real pros and cons.
The good news? You can build a better way of working with it. Set clear messaging etiquette and bring chat into one workplace experience platform, and you’ll get all the speed and connection of IM without the headaches.
The benefits of instant messaging at work
The name says it all. IMs pop up on your recipient’s device in real time and get right to the point, cutting out the preamble and small talk that clog up emails and phone calls. For fast-moving projects that need immediate answers, there’s nothing else like it.
Other advantages of instant messaging at work include:
- Connects teams: Remote and hybrid workers can chime in instantly, wherever they are.
- Delivers instant feedback: Everyone appreciates a speedy answer to a question or a quick “thumbs up” on a job well done.
- Promotes creativity: Group chats foster a rapid flow of ideas for brainstorming and problem-solving.
- Improves relationships: People feel more connected to their teams when they can reach out in real time. Conversations are quicker and more organic via IM than they are over email.
- Offers an alternative to email: In early 2025, the average worker received 153 Teams messages a day, compared with 117 emails, according to Microsoft.
It’s a tool almost everyone already knows how to use. But that familiarity can be a double-edged sword.
The drawbacks of instant messaging at work
Instant messaging can be noisy, create silos, and make information hard to find. Here’s where it can go wrong:
- It’s noisy: Chat notification spam can be a distraction. Employees might feel pressured to respond to messages immediately, even when they’re deep in focused work.
- It builds silos: If Sales is on Slack and Marketing is on Teams, conversations are fractured and participation is limited.
- It’s hard to organize: Useful information gets buried in long threads and is easy to lose. AI search and summaries in tools like Slack and Microsoft Teams can help, but they’re often limited to paid plans or add-ons.
- It can get unprofessional: Employees are used to the informality of chat in their personal lives. This habit can spill over into inappropriate internal messaging in the workplace.
- It’s inefficient for big announcements: You can’t push out a vital company-wide update on IM and be 100% sure everyone saw it.
The security risks of instant messaging at work
Instant messaging can become a security risk, especially when employees turn to shadow IT: apps and software used without IT’s knowledge or approval.
In most enterprises today, there are countless unapproved tools floating around. 76% of workers use non-approved communication tools for work, according to Mitel’s 2026 State of Workforce Communication report, and speed and convenience are the most common reasons. That can mean turning to apps like WhatsApp or Messenger. But for organizations, especially in regulated industries like finance or healthcare, this unrestricted use is a major security risk.
Shadow AI is a growing concern too. Half of workers use non-approved AI tools, according to the same Mitel report, which can put company information at risk.
How to keep workplace chat secure
- Approve a short list of business chat tools and make them easy to access
- Use platforms with encryption, single sign-on, and role-based access controls
- Set clear message retention policies, especially in regulated industries
- Set clear rules on which AI tools can be used with work chats
- Publish guidance on what information should never be shared in chat
Instant messaging vs. email: When to use each
Use instant messaging for:
- Quick questions that need a fast answer
- Real-time project coordination
- Informal team check-ins
Email is best for:
- Formal messages to a specific person or group
- External communication with clients and partners
- Detailed information that’s too long for chat
Use your intranet for:
- Company-wide announcements and news
- Policies, procedures, and other information people need to find later
- Updates that should stay easy to find after they’ve been shared
For a full view of how chat, email, and your intranet work together, see our guide to internal communication tools.
So what should you do about IM?
IM has real risks, but real benefits too. So the solution isn’t to ban instant messaging. It’s to give it a secure, IT-approved home.
By connecting messaging apps through a central workplace experience platform (like Appspace), you put conversations in context. You empower people to use the tools they love while keeping your data secure and your communications organized.
5 strategies for instant messaging success
1. Publish an instant messaging etiquette guide
Don’t assume everyone knows the rules. Post your organization’s communications standards on your intranet so everyone can find them.
A few basic instant messaging etiquette tips go a long way:
- Respect status messages: If someone is set to “Do Not Disturb,” don’t message them (or schedule your message to automatically send tomorrow).
- Be courteous: Say what you need in your first message (not just “Hi”), and don’t expect an instant reply.
- Keep it short: If it’s a longer conversation, send an email or book a meeting.
- Remember you’re at work: Be conversational, but stay professional.
Your guide can also cover a few habits that keep team chats running smoothly:
- Use threads: Keep replies organized and easy to follow.
- Use @mentions sparingly: Save them for when you need someone’s attention.
- Set response times: Agree how quickly people should reply.
- Know when to talk it through: Move sensitive or emotional topics to a call or face-to-face conversation.
2. Integrate employees’ favorite messaging apps
Don’t fight the current. Integrate apps like Slack, Microsoft Teams, or Webex directly into your intranet project spaces. These core work zones should only include relevant work channels, ditching the clutter of non-work-related chats. This keeps the relevant work chats right next to the project documents, tasks, and timelines. You can capture crucial conversations to a searchable wiki so knowledge isn’t lost in the shuffle.
3. Cultivate engagement with social chatter
Create a dedicated “social center” in your instant messaging app. Essentially a company newsfeed, it’s like a virtual water cooler where comments and chats are visible to everyone.
This keeps fun, culture-building conversations in one place (where they can be properly archived) without clogging up work channels.
4. Break down silos
A built-in, searchable people directory supports organization-wide collaboration. Instead of wondering “who handles X?”, employees can find the answer in seconds, and even start a chat directly from their profile.
5. Encourage “slow” conversations
Not every message needs an instant reply. Use forums, communities, or microblogs within your intranet for topics that require more time and space to reflect. Employees can respond when they’re ready. Meanwhile, content can be easily captured for later reference. Read more about how to improve your team’s focus and productivity with asynchronous communications.
Frequently asked questions
What is instant messaging in the workplace?
Workplace instant messaging (IM) is real-time communication, mostly by text, between employees through business chat apps such as Slack, Microsoft Teams, or Webex. Teams use it for quick questions, project coordination, and collaboration.
What are the benefits of instant messaging at work?
Instant messaging delivers faster answers, connects remote and hybrid employees, offers an alternative to email, and supports quick brainstorming and problem-solving.
What are the disadvantages of instant messaging in the workplace?
Common drawbacks include constant notifications that interrupt focus, conversations split across different apps, information that’s hard to find later, and security risks when employees use unapproved apps.
Is instant messaging secure for business use?
Instant messaging can be secure when IT approves the platform and it includes encryption, access controls, and clear retention policies. Consumer apps and AI tools used without approval create shadow IT risks.
When should you use email instead of instant messaging?
Use email for formal messages to a specific person or group, external communication, and detailed information that’s too long for chat. Instant messaging is best for quick, informal exchanges that need a fast reply. Use your intranet for company-wide announcements and information people need to find later.
What are good instant messaging etiquette rules at work?
Respect status settings, say what you need in your first message, keep messages short, use threads and @mentions carefully, move long or sensitive conversations to email, a call, or a meeting, and stay professional.
Add IM to your communications strategy
Instant messaging is here to stay. On one hand, it enables employees to get answers quickly and directly to help them do their work. On the other hand, it can affect your security, productivity, and culture.
The key is to keep the speed of chat while adding clear rules and a secure, central home for the conversations and information that matter.
With tools like Appspace, you can give your team the best of both worlds. It’s a workplace experience platform that’s loved by employees, approved by IT, and built to keep everyone in the know.
